Snatch Casino - Player’s requesting a full deposit refund.

Hi

I have a gambling problem and I have tried my best to let all casinos and casino groups know about this over the last few years ! Today unfortunately I had a lapse of judgment and tried to play

I opened an account on this site and was able to deposit and play !

this casino group is part of altacore nv group ! On checking I have permantley self excluded from this group for gambling issues and should not have been able to open and play with this site as per their own terms and conditions

i have self excluded with many of the sites wildtoyko being one of them and the one I have provided information on confirming that my account was permanently closed and should have been closed across all sites as per their own terms

can you please try and help me retrieve my funds back

I have included all screen shots to show the casino brands terms and conditions and also confirmation that my account was permanently closed as requested by me back in 2021

please help me retrieve the funds back thanks

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We have advised you many times before, in your previous complaints, that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Moreover, if casinos have Curaçao License.

Could you please advise if you have requested a self-exclusion from Snatch Casino directly?

If you wish to forward any supporting evidence, my email address is petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Hi no I didn’t do it directly

but as it says in the company terms and conditions as per the screen shot added - I shouldn’t have to do it

once I’m self excluded from one site i should be automatically banned from all - I used all the same details registering so this shouldn’t have been permitted and I should have been flagged

hi? any help with this? I have emailed the casino on several occasions and they just ignore me?

Hi would also like to add these two new screen shots - now very convenient this happens when I try to log in on the account? thanks

Dear babsbh,

As we explained on multiple occasions, if you didn't request the self-exclusion from this specific casino, we won't be able to help you.

Is this the screenshot of the term that you believe should protect you on all the sister sites?

Sadly, there is written that player is prohibited from playing on the sites of the casino partners. It means that you shouldn't (you are not allowed) open new accounts, not that you will be blocked automatically.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Yes 7.5 clearly states if you’re blocked you will be banned from playing on all sites under this group?

I don’t think it can be much clearly - the site should never have allowed me to open and play that much is clear ?

if you want to reject my claim that’s fine I don’t know what else I’m supposed to show you to me it’s very clear ?

I wish I could be of more help. Please understand that the term explicitly says that players are not allowed to open any new accounts in sister casinos, but it doesn't mean that you will be blocked from registering automatically. It is a player's responsibility to contact each casino and request the self-exclusion from each site individually.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.